Customer Transaction Monitor

Insync's Customer Transaction Monitor is one portal with
five customer satisfaction measures.

Collecting immediate customer interaction data is a major
challenge for large service-based organisations such as councils,
utilities and health funds. Many of our clients conduct a large
annual customer research project but aren't collecting and
interpreting continuous customer feedback throughout the year
because they think it's too hard. That's why we developed the
Customer Transaction Monitor.

It addresses the five ways customers typically interact
with large service-based organisations:

1. Online

For website enquiries we have a neat technology that rises
up out of the corner of the confirmation screen then sinks back
down once feedback is given.

2. Email

Customer satisfaction with email queries can be dealt with
via a standard web survey

3. Phone

Telephone enquiries are measured with an IVR survey hosted
on our system and response rates of around 20% mean that the
surveys are only open for one or two days a month to gather a
representative sample.

4. and 5. Face-to-face and "snail mail"

Face-to-face and traditional post enquiries are dealt with
using a survey on a postcard addressed to Insync. The postcards are
left on customer service counters for visitors to take home. Or the
postcard is mailed back to the customer along with the issue
resolution.

Insync collects data for clients at all five
touch points. We store it and provide a simple online portal to
highlight key findings continuously, rather than just once a
year.

Online portal

Probably the best thing is not the data
collection but the way our systems bring the results together in
the portal for immediate end-user access. Simple analytical tools
are provided for our clients to make meaning of the data, including
filtering by enquiry type, medium (phone, face-to-face etc), date
or even whether the issue was resolved.

Once installed, the system practically runs itself and there are
no hosting issues for our clients since the data is all stored on
Insync's systems.

At Insync we have a value of innovation, which is why we were
drawn to solving this continuous feedback problem many of our
clients have. We do all our software development in-house. We
leveraged this capability for our clients to develop an elegant
solution that provides a single view of transaction satisfaction no
matter how that transaction takes place.